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From the Publisher"This is must reading for all individuals who want to capture theessence of customer service and the hearts of their employees. Theadditional reward will be improved operational performance."—QuintStuder, president, Baptist Hospital, Inc.
"A totally inclusive book with example after example of how toprioritize your customer satisfaction actions that will give thegreatest return on your investment. After using these helpfulhow-to's for the past year and experiencing the result, I highlyrecommAnd it. Total Customer Satisfaction works!" —John Schwartz,chief executive, Trinity Hospital/Advocate Health Care
"A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical 'action plan' format,Sherman challenges the reader to think about solutions, not justideas." —Irwin Press, president, Press, Ganey Associates,Inc.
"Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book." —Mark C. Clement, president and CEO,Holy Cross Hospital, and winner of the 1994 AHA Great ComebacksAward, the 1996 International Enterprise Award for CustomerSatisfaction, and the 1998 Global Best Practices Award for CustomerService
"This timely book drives the point home and provides a structure tohelp health care organizations go beyond just measuring; to movefrom listening to responding." —Jerry Seibert, president, ParksideAssociates